CS Dulloo reviews public grievance redressal across J&K; 1.36 lakh grievances disposed
SRINAGAR, SEPTEMBER 30 (PTK): Chief Secretary Atal Dulloo today reviewed the functioning of the public grievance redressal mechanism across Jammu and Kashmir, with focus on the quality and timeliness of complaint disposal, citizen satisfaction and departmental responsiveness.
The meeting reviewed the performance of JK Samadhan and the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), besides examining department-wise and district-wise disposal, urgent complaints, citizen feedback and household registrations.
According to the review, 1,60,685 grievances had been received through the two platforms as of September 25, 2026. Of these, 1,36,977 grievances had been redressed or closed, recording an overall disposal rate of 85 percent, while 23,708 remained under process.
JK Samadhan accounted for 1,40,101 grievances, with 1,24,534 disposed of, achieving an 89 percent disposal rate. CPGRAMS recorded 20,584 grievances, of which 12,443 had been disposed of.
Chief Secretary Dulloo stressed that the effectiveness of grievance redressal should be assessed not merely by the number of complaints closed but by the quality of resolution and satisfaction of complainants. He directed departments and district administrations to identify causes of delays and address recurring public grievances.
The meeting was also informed that 15,75,457 households had registered on JK Samadhan against a target of 22,49,631 households across Jammu and Kashmir, representing 70 percent coverage as of September 24.
The administration is also working on technological upgrades to JK Samadhan, including AI-based features and predictive analytics in collaboration with BISAG-N. The proposed JK Samadhan 2.0 is also planned to be integrated with WhatsApp to make grievance registration and tracking more accessible to citizens.
The Department of Public Grievances has further initiated the process for an MoU to incorporate relevant features of Rajasthan’s grievance redressal model, while technical issues affecting departments and users are being addressed in coordination with BISAG-N.
The Chief Secretary emphasized that strengthening public trust requires prompt, transparent and meaningful resolution of citizens’ concerns, with citizen feedback serving as an important benchmark for assessing administrative performance. (PTK)
